Refunds and Cancellations Policy
Mextogen IT Pvt Ltd (“MEXTOGEN”, “we”, “us”, or “our”), owner of mextogen.com, wants you to feel confident in every purchase. This policy outlines our approach to refunds and cancellations for digital products, services, and custom projects. All sales are final except as described below.
Contact us at info@mextogen.com for refund requests.
1. Digital Products (Downloadable Items)
No Refunds After Download
Digital products (templates, UI kits, motion packs, etc.) are instantly downloadable upon purchase. Due to their digital nature and immediate access, all sales are final and non-refundable once downloaded.
Pre-Download Exceptions
Wrong Product Purchased: If you receive the incorrect files, we’ll send the correct ones within 24 hours. No refund, but replacement guaranteed.
Technical Issues: If files won’t download due to our error (e.g., broken link), we’ll provide new download links or alternative delivery.
2. Service Packages and Custom Projects
Project Scoping and Cancellation Windows
Phase 1: Pre-Contract / Deposit (Non-Refundable)
50% deposit secures your project slot. Non-refundable to cover planning time.
Cancel before kickoff call: Full refund minus ₹5,000 admin fee.
Phase 2: Discovery & Planning (50% Paid)
After kickoff call and initial deliverables (moodboard, wireframes).
Cancel within 7 days: 50% refund (deposit returned).
Cancel after 7 days: No refund (work completed).
Phase 3: Design & Development (75% Paid)
After first design review round.
No refunds—significant creative work completed.
Phase 4: Final Delivery (100% Paid)
No refunds. Unlimited minor revisions within 30 days.
3. Monthly Retainers (Motion Packs, Growth Bundles)
Monthly Billing Cycle
Billed on the 1st, access granted for full month.
Cancel before next billing cycle: No further charges.
No prorated refunds for partial months.
Early Cancellation (First Month)
Notify within 48 hours of purchase: Full refund.
After 48 hours: No refund (assets delivered).
4. Eligible Refund Scenarios
We process refunds for:
Duplicate Charges: Full refund if charged twice.
Payment Gateway Errors: Refund + reprocessing.
Non-Delivery: Service not started after 30 days (full refund).
Processing Time: 7-14 business days to original payment method.
5. Non-Eligible Scenarios
No refunds for:
Changed mind after download/access.
“Didn’t use it” or lack of time.
Client-side technical issues (wrong download, corrupted files due to user error).
Dissatisfaction with creative direction after 2+ revision rounds.
6. Revision Policy
Digital Products: No revisions (ready-to-use templates).
Custom Services:
2 rounds of major revisions included.
Unlimited minor revisions (typos, color tweaks) within 30 days.
Additional rounds: ₹5,000/hour.
7. How to Request a Refund
Email info@mextogen.com with:
Order number
Purchase date
Reason for request
Screenshots (if technical issue)
Expect response within 48 hours.
Approved refunds processed within 7 days.
8. International Orders
Refunds subject to currency conversion fees. Expect 2-3% variance.
9. Changes to This Policy
We may update this policy. Changes posted here with “Last Updated” date.
Questions? Email info@mextogen.com
Mextogen IT Pvt Ltd
HOUSE NO 16 SHOP NO 106, PLOT NO 16 SAGAR PLAZA,
VARDHAMAN TIMES, PITAMPURA CITY DELHI 110034 INDIA